Timothy White

Background

About Timothy White

Long Tenured, success story within PTW. Starting out as an entry-level QA Tester, to working my way through the ranks over the course of 10 years to reach my current role as Sr. Accounts Manager- Assisted in transitioning major on-site projects to remote work during Covid-19 pandemic- Managed accounts for multiple different gaming clients in the customer experience sector, simultaneously- Created improved coaching/performance management standards and processes used across multiple clients- Assisted in piloting, launching, and managing a number of different support channels; Callbacks, Chats- Successfully managed Customer Experience projects that contain Community/Social support, through social media platforms and forums- Implemented successful motivational tactics and activities across several customer experience projects- Created and conducted multiple Quarterly, Monthly, and Weekly Business Reviews with clients, in-person and over calls- Participated in Client focused summits, to develop long lasting relationship and take part in future project planning/development- Assisted with the opening/launch, of a new contact center in Seattle, Washington. Conducted interviewing, hiring, on-boarding, and initial training for all new Customer Experience employees. I also helped with setting up and organizing the new facility as it was finalizing construction- Spent a month in Glasgow, working to share best practices and improve coaching/performance management with Customer Experience Team Leads- Experienced in managing multilingual/bilingual customer support agents.